American Furniture

At this time, I have been contacted directly by American Furniture regarding complaint ID 10711273, however my complaint has NOT been resolved because: They still have not resolved the matter A representative reached out to me on 7/14/(his name is Ron) and I forwarded him the information he requested along with photos of the damage done to the couches He last text me on 7/21/stating he was waiting to hear back from Ashley (not sure if this is the maker of the couches or his boss?) As of today, 8/4/I still have not heard back from anyone regarding the matter and the couches are still not repaired In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

I am rejecting this response because:They did not deliver the furniture in a timely matter they changed my date multiple timesThen when they sold it to me the sales guy said it was under warranty all of the furniture Also when I called the guy said you have to options you can take it apart and fix it yourself or pay so we can change your couch I never said I wanted my couch replaced I said I would like it fixed I never told them I want a new couch for free ,in that regard they are not telling the truth So everything there saying now isn't what the sales guy told me when I bought it , if he had I would of never bought furniture there specially since they don't have warranty after they say they do

He came to our business in May looking for sofa loveseat and a king mattress set and a king metal frame and also a 3pc coffee table set he made a purchase of amount $and Cent Through a finance company we give them a package deal including a free delivery and free installation we
did not sale him any incurense for his products everything was delivered to him brand new in excellent condition and after four months of using his furniture he called us about one of his sofa arm that he broke and we told him we can help you exchange your sofa for only the cost of it so he can pay just the different and he refuse it he wants us to change his sofa with no cost and we can't do that it's against our policy we will be more than happy to help him if he wants us to get him a new sofa and he pays only the cost of it with no profit so he can be happy thank you very much and you have a nice day

Initial Business Response /* (1000, 5, 2016/03/28) */
we got *** a sectional that she wantedshe was very rude and bad mouthing the employeeswe requested from the company that the sectional be how the customer requested and we delivered it to her houseit took weeks to get the sectional
to her as we agreedi was trying to get her free ottoman to make her happyer because of some issues regarding the sectional that did not make sense
she agreed to take an ottoman and we call it even as a make up to her but she was very rude we could not work with her rightand by the way the ottoman is here and she can still come and pick it upwe delivered her sectional and she was in love with it at first and she had signed the receiving receipt
Initial Consumer Rebuttal /* (3000, 7, 2016/03/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It took weeks to get my sectional not 2! I was never happy with my sectional seeing that it was not how I ordered it and how *** reassured me it was going to be likeWhen the sectional was delivered the delivery guys and my cousin who was present was aware that I was not happy with itI called *** myself again that night and he said he could call the manufacturer Monday morningThe only person I bad mouthed was *** because I refused to speak with him anymoreHe was very rude and unprofessionalNever answering or returning my calls and in route when my couch was being delivered an hour and a half late, I asked *** where was the driver and his response was "It was none of my business", yet my $sectional was on his truck hours lateMy aunt even had to call his store to speak to him because it was a frustrating and unprofessional experience it upset all how he was speaking to myself and running his businessI agreed to the ottoman but then again AFTER he didn't deliver that on time as well, and was once again rude and unprofessional to me I decided I no longer want anything from him let alone do business with himI called the finance company and she stated they would gladly give me my money backShe stated I had to o down to the furniture company and sign an agreement with them to do soThe gal at American Furniture that I spoke to was DiamondShe was sympathetic and agreeing with my and my compliantShe indicated that there have been several complaints about *** I would like to return the sectional and get money back, because it is not worth the money I paid seeing that it is NOTHING how I wanted (extra soft, not extra cushion and a reversible chaise) and I only paid more because it was suppose to be custom made to my liking and its nowhere near that
Final Business Response /* (4000, 10, 2016/04/08) */
This email is in regards to case #XXXXXXXX we previously spoke on the phone upon this issue and agrreed we would send a response via email, above I have attached both copies of the invioce in which *** *** has thus agreed to the following terms listed in the disclosure on the bottom of the receiptAmerican Furniture did our very best to satisfy Ms*** as we do with all of our customersMs*** made an order for a custom sectional as stated before in previous conversations between *** Manager) and Ms.***(Customer), custom orders can take anywhere from two weeks to four weeks at the most she agreed to the terms when she signed her reciept the very first time, Ms*** was very impatiet during the time her sectional was being made she would call our store at least twice everyday and rush us as if we are the ones customizing the sectional for her, after so many times her calling and asking we would always give her the same reply which was that her sectional can take up to weeks , her sectional came withing two weeks excludung weekends for the face that the manfacturing company is not open on weekendsThis wouldnt have been a problem if she would have inquired about her furniture in a proper manner she would call our store and haress our receptionist and *** (general manager) she would curse at us and demand her money back, which we would explain over and over again that we do not do returns and she signed that in her contractFinally when we recieved her merchandise within the two week time frame we delievered to her as soon as we got it in, when our delievery guys go out and deliever after they place the merchandise where the customer pleases they have the cutsomer sign the second space on our reciept which states "I have recieved the above merchandise in good conditions" which means she recieved her furniture she's happy with it and she hereby agrees that she can no longer return her furnitureAfter a few days of her having her merchandise she called the store yelling and cursing multiple times stating that she wanted her money back and she doesnt want her furntiture, we kindly explained to her that once she signed the second signiture she had basically signed off for the furniture and she was happy with itOnce she contunied to demand her money back we once again reminded her that we do not do refunds, we did take into consideration that granted she was upset and, we build our company by making all of our customers as happy as possible, so on behalf of American Furniture we offered to get her an ottoman to go with her sectional free of cost, she agreed to recieving a sectional and be on good terms with us, once we got her the ottoman she know longer wanted it she still wanted her refund after the fact we had already ordered it for her, we tried calling her time after time again to notify her that her ottoman was in no answer and when she finally answered her answer was "what do you want " , we were simply trying to call her to let her know we had recieved her ottomanAfter plenty attempts of trying to get in contact with her, she finally called our store for the very last time and once again cursed at our General Manager and notified us that she was going to demand her money back from the comapany and since then we have not heard from her, until now that we are having this issues brought up againOn behalf of American Furntiure we hopes this helps in resolving the issue and clears our name from any further action
-American Furniture
*** *** hwy, Bakersfield CA, XXXXX
XXX-XXX-XXXX

At this time, I have been contacted directly by American Furniture regarding complaint ID 10711273, however my complaint has NOT been resolved because:
They still have not resolved the matter.  A representative reached out to me on 7/14/15 (his name is Ron) and I forwarded him the...

information he requested along with photos of the damage done to the couches.  He last text me on 7/21/15 stating he was waiting to hear back from Ashley (not sure if this is the maker of the couches or his boss?).  As of today, 8/4/15 I still have not heard back from anyone regarding the matter and the couches are still not repaired.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: My wife and I purchased a couch from this company in early 2012. At this time we purchased a 5 year warranty for the couch to cover any and all damages that the couch received. My wife called the company directly when we wanted to utilize the warranty and they gave her the phone number of the warranty company. She called the warranty company and they at first stated she needed our original receipt. We looked everywhere for the receipt and could not locate it. I then called the store to inquire with them about this and they stated they would look it up for me. Weeks past and I never heard back. I called again and they still put me off. I even tried to reach out to the owner about my situation, but still have not heard back from them. The warranty company has informed me that it is not the receipt that they will actually need at this time as they can locate our file, but it does not have the correct model number information on their file. Therefore, we are unable to process this claim due to the incorrect information American Furniture has provided the warranty company and is not doing anything at this time to correct our issue.Desired Settlement: I would like to get my couch fixed under the warranty that I paid for at the time of purchase.

Consumer

Response:

At this time, I have been contacted directly by American Furniture regarding complaint ID 10711273, however my complaint has NOT been resolved because:

They still have not resolved the matter. A representative reached out to me on 7/14/15 (his name is Ron) and I forwarded him the information he requested along with photos of the damage done to the couches. He last text me on 7/21/15 stating he was waiting to hear back from Ashley (not sure if this is the maker of the couches or his boss?). As of today, 8/4/15 I still have not heard back from anyone regarding the matter and the couches are still not repaired.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Placed a deposit on a sectional sofa, was told it would be available in 1.5 weeks and month later it still hasn't been delivered.

Placed an order for a sectional sofa, was told it would be here in 1.5 weeks and that was 4 weeks ago. I asked for my deposit back, they first said they would charge a 25% restocking fee and then they said they couldn't refund my deposit at all. They keep making promise after promise yet I have still not received my product. I want my deposit refunded 100%.Desired Settlement: I want a full refund of $1000.00 which is the amount of the deposit placed on the product.

Business

Response:

Business' Initial Response

Sectional has been delivered.

Review: We purchased a couch from American Furniture, and were told that it was leather. We were lied to, it is not leather.

Little over a year ago, we were sold a couch by American Furniture for over $3000, being told that it was full-grain leather. Recently, after a pet-related expedition under the couch, we looked at the tag under the foot rest. The couch is, in fact, not leather, but vinyl. This constitutes fraudulent business practices, and we are very upset about being taken advantage of by the business. Desired Settlement: I am unsure if we are entitled to a settlement, and don't exactly have any idea of the procedure that could be followed.

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted] (Store Manager)

Contact Phone: XXX-XXX-XXXX

In most instances, leather couches are made with

TOP Grain leather on the front and vinyl on the back. I can assure you that we do not lie about our products. If you can provide an invoice number so I can look up the model of your couches, I would be more than happy to prove to you that, if in fact we told you it was leather, that it is leather.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

We will not accept this response as it is false. Our bill of sales indicates that the couch was leather, we were told the couch was leather, and yet the tag on the couch indicates that the item contains no leather whatsoever. After a year and a

Half, and having been under the idea that it was leather, and cleaning it with leather conditioner, it is now falling apart, and there are areas where the fabric areas are peeling? Unacceptable.

Business' Final Response

Here is the link to the Model customer purchased. You will see the matching model number and that it is in fact leather.

http://www.ashleyfurniture.com/Showroom/Showroom.aspx?PageId=Showroom&CategoryID...⇄